Customer Service metrics fall into two basic categories, what you measure is dependant on what you are trying to achieve.

1. Key metrics for Customer Service
I’m often asked “What should our customer service group be
measuring?” Of course, there are many things you could measure in
the customer service arena, but I tend to think of metrics breaking
down into two specific categories….those that measure efficiency and
those that measure effectiveness. Depending on what you are trying to
achieve, you might want to have a stronger focus on one set of
metrics versus another.
If you are trying to impact effectiveness (i.e. your service quality),
you’ll want to focus on results metrics. This includes satisfaction, and
other metrics that provide insight to the customer experience.
If you are already achieving high levels of service, and you are
interested in improving your efficiency, then the operational metrics
become more important. If you are managing a call center, this would
include such metrics as Average Handle Time (AHT), contacts/hours,
cost/contact, etc.
The goal of all organizations (service and otherwise) is to become
efficiently effective. The best organizations track and manage to a
balance of results and operational metrics tailored to their specific
business situation.
Brett LaDove is a management consultant focusing on Customer Relationship
Management (CRM) and Customer Care. He has provided insight and support to a
variety of Fortune 1000 companies, and aided them in their quests to achieve
customer satisfaction, loyalty, and advocacy. For additional insights on Customer
Relationship Management and Customer Care, visit www.ladoveassociates.com
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